[Business Hours] 9:00-17:00 JST(Weekends/Holidays: closed)
[Business Hours] 9:00-17:00 JST(Weekends/Holidays: closed)
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Application/change of reservations

QHow do I make a reservation?
A

Please make a reservation online.
We will send you the confirmation of application by e-mail 2 days before the day of use.
You can also walk in to our airport counters without reservation.
Your reservation will be completed by the time you receive the confirmation of your reservation.
Rental procedure at airport counters would take about 5-10 minutes with reservation, 10-15 minutes without reservation.

QWhen is reservation deadline?
A

Reservation deadline is 5 pm of 1 day before your desired pick-up date (Japan Time).
However, note that advance application is required in the following cases.

  • Courier delivery to Hokkaido, northern Tohoku area, Wakayama, Chugoku area, Shikoku area, and Kyushu area
    By 5 pm 2 days prior to the desired date of receipt
  • After the deadline, please rent at our airport counters.
    However, there is a possibility we run out of the stocks and you will not be able to rent. We recommend you make a reservation ahead of time.

QCancellation and cancellation charges
A

A cancellation charge (JPY 1,100/device) applies to cancelation 2 days prior to the planned date of receipt or later.
No cancellation charge applies prior to that date. If you decide to cancel, promptly conduct the cancellation procedures on My Page or notify us of your intent to cancel.
Cancellation refers to canceling the application itself. Reducing the number of products or switching products is treated as a change instead of cancellation.

If we do not hear from you by the planned date of receipt

  • If you requested to receive the device at an airport counter and did not come to pick it up, it will be cancelled as of the planned date of receipt. In such a case, a cancellation charge will apply.
  • ・If you requested to receive the device by courier delivery, note that you cannot cancel on the planned date of receipt. If you do not intend to use the product, please accept delivery and then return it immediately. In such a case, you will be charged at least 1 day's rental charge and must pay separate shipping charge for returning the product.
QCancellation and cancellation charges
A

Thanks to the special discount, no cancellation charges occur even after two days before the planned date of receipt. If you have decided to cancel, please cancel on My Page or by contacting us promptly.
Cancellation refers to canceling the application itself. Reducing the number of products or switching products is treated as a change instead of cancellation.

If we do not hear from you by the planned date of receipt

  • If you requested to receive the device at an airport counter and did not come to pick it up, it will be cancelled as of the planned date of receipt. Thanks to the special discount, no cancellation charges occur to changes either.
  • If you requested to receive the device by courier delivery, note that you cannot cancel on the planned date of receipt. If you do not intend to use the product, please accept delivery and then return it immediately. In such a case, you will be charged at least 1 day's rental charge and must pay separate shipping charge for returning the product.
QWhat is a deposit?
A

A deposit is a temporary charge on your credit card to ensure that you can pay usage charges if they appear likely to become high. (It will be returned upon payment of your charges, after subtracting the actual amount of charges.)
For ordinary customers, when you apply for a product for use in Japan paying by credit card, a deposit of JPY 10,000/device per month will be charged when applying for 3 or more devices or when the rental period from the date of receipt to the date of return is 30 days or longer.
Also note that a similar deposit will be charged if the above conditions are met during the period of use due to an extension of your period of stay or other reasons.

QMay I rent a device even though I am a minor?
A

Minors may rent Wi-Fi products. Minors are able to apply for renting cell phone and smartphone, with consent from their parents or legal guardian.
In such a case, fill out the necessary information on the special-purpose agreement form and fax it to the number below.*
Wards and those subject to curatorship or assistance may apply with the consent of their legal representatives, no matter what product type they are applying for.

*Fax no.: 03-3239-2444

QDo you have any foreign language user manuals?
A

Yes, we have English and Chinese ones. Please tell us if you want.

QWhat is the deadline for changing the content of my application?
A

In principle, changes are accepted until 6:00 pm 3 days prior to the planned date of receipt.
However, note that if you requested receipt by courier service to a remote location you cannot make any changes after the product has shipped.
Also note that changes to products or rental periods may be unavailable depending on inventory conditions and other factors.

QAre there any things that cannot be changed after application?
A

The following changes may not be made. We apologize for the inconvenience.

  • Changes to partner code or campaign code (including applying new codes after application)
  • Changes in billing address
  • Switching from payment by credit card to billing
  • Switching from payment by credit card to payment by coupon
  • Switching from payment by coupon to payment by credit card

To change any of the above items, please cancel your application and then apply again. We apologize for the inconvenience.
You can use the record of the cancellation on My Page to apply again.

QHow can I change the return date after receipt of the product (i.e., during use)?
A

Please contact us. Your case will be treated as an extension or early return. (Rental charges will change.)

Pick-up and return

QWhere do I pick-up?
A

You can pick-up your device at our airport counters.Also, we can directly deliver to your home or hotel in Japan. (The shipping fee is at your expense.)(Delivery fee: Honshu (Mainland) 837JPY, Other areas 1,047JPY.)

Also, we can directly deliver to your home or hotel in Japan. Thanks to the special discount, we will pay for shipping charges (free shipping).

QCan I have a representative receive the product on behalf of me?
A

At our airport counters, products may be received by representatives other than the applicants or users.
In such a case, the method of receipt and documents required will vary by product. Please see the details below.

Wi-Fi products for use in Japan:

After submittal of a statement indicating that the party is acting as a representative of the applicant or user, the representative must present his or her identification and application confirmation letter or application form (a photocopy or a digital copy shown on the screen of a mobile device is also acceptable).
The ID number of the identification presented will be recorded.

Mobile-phone products for use in Japan, Smart Wi-Ho! products for use in Japan:

Pursuant to "the Act for Identification, etc. by Mobile Voice Communications Carriers of their Subscribers, etc. and for Prevention of Improper Use of Mobile Voice Communications Services", when a product will be received by a representative the following documents must be presented to verify that the representative is acting on behalf of the applicant (mandator):

  • A photocopy of the mandator's identification
  • A letter of attorney
  • The mandatory's (representative's) identification
  • The application confirmation letter or application form (a photocopy or a digital copy shown on the screen of a mobile device is also acceptable)

*If the applicant is a corporation and the fact that the representative is a member of the same corporation can be confirmed using an employee ID, business card, or other means, then presenting a copy of the mandator's identification and a letter of attorney is not required.

QWhere do I return?
A

Please return to our airport counters. You also may return the device by courier delivery service. If you return by courier delivery, the shipping fee is at your expense.(Collect on delivery will charge you 1,047JPY.)

Please return to our airport counters. You also may return the device by courier delivery service. Thanks to the special discount, we will pay for shipping charges (free shipping).

QCan I pick up my device at an airport and return it at another?
A

Yes, you may. No charges occur to returning a device. You also may change your planned method of returning the device from return at the airport to return by courier delivery service. If you return by courier delivery, the shipping fee is at your expense.(Collect on delivery will charge you 1,047JPY.)

Yes, you may. No charges occur to returning a device. You also may change your planned method of returning the device from return at the airport to return by courier delivery service. Thanks to the special discount, we will pay for shipping charges (free shipping).

QWhat if I have forgotten to return?
A

Please send back the handset and accessories to our Narita Airport Branch. If you return by courier delivery, the shipping fee is at your expense.(Collect on delivery will charge you 1,047JPY.)

Please send back the handset and accessories to our Narita Airport Branch. Thanks to the special discount, we will pay for shipping charges (free shipping).

Telecom Square Narita Logistics Center
Keiseinarita East Exit Morita Bldg.5F, 959 Hanazakicho, Narita-shi, Chiba 286-0033 ,Japan
Phone Number : +81-50-3204-4444

If you are late returning the device, rental charges will apply for the number of days the return was delayed. Please return the device promptly.